I'm having trouble following. You WANT end users to be able to Factory Reset their devices by spamming the passcode? If these are corporate owned assets I feel like that would enable those devices to walk fairly easily... Is there any reason the devices no longer are connecting to MobiControl and appear offline? 

Hi Adam,

Thank you for your question. 

If the "disable factory reset" feature control is set to the device it will freeze the button combination for hard reset. Even if you make the button combination work for hard reset it will take you to the recovery mode but after reboot it will ask you for the existing password.

The device will need to come online in order to remove the feature control profile from the devices and then we can factory reset the device.

I would recommend you to call SOTI Support to investigate on the issue.

Thank you.

Hi Adam, We are also having this issue with offline devices. Were SOTI Support able to help you reset the devices? Thanks.

We have customers encountering similar issues on some specific deivice brands/models recently, and the problem is applicable whether using AE or Android+ device agent on such devices.   Some  policy changes and other arrangements specific to the device brand need to be made to prevent the problem from happening again.

What are the brands and models of your problematic device(s)?

What about the major and minor version numbers of the device firmware?

Do your problematic devices include  "secure start-up" or the new "strong protection" option in the devices' Settings?  If so, have you enabled them, thus requiring end-user to input the password twice from cold-boot before he/she can use the device?

You can set a pin per script:

Setzt Pin für ScreenLock und Startup
resetpassword 1234

Setzt Pin nur für ScreenLock
resetpassword 1234 -bypass_secure_startup

Hi Adam,

Do these devices have a startup passcode? Starting from MC v15.1 this can be reset via Platform Notification Service.

What is your MC and agent versions?

Hi Adam,

Still haven't got your reply to my questions related to your device firmware and brand/model, but I believe your problem is forgotten bootup password and the device cannot auto factory-reset itself nor boot up the Android and receive wipe/password-reset request from MobiControl server.  If so, you might need to check if you have leave other loophole (e.g. via ADB debug) to force a factory reset.  If none can be found, you might need to bring the device to hardware service centre for any possible software/hardware fix.

To avoid the same problem from happening again for other devices of the same brand/model/firmware, you might have to untick the "Disabled Factory Reset" option in feature-control profile payload to allow the device to automatically initiate factory reset upon some predefined number of failed power-up password attempts.

That won't work in this instance as the devices are not online so can't 'check in' to pick up the script.

I am having the same issue, a number of hotel managers are coming back off furlough unable to remember their PIN codes, security settings won't allow Factory Wipe and the device is offline so can't pick up any commands we send to it.

Anyone managed to resolve this yet?

Thanks

James

Good Morning 

Did anyone get manage to get over this issue. 

I have a number of Samsung A40 Enterpise Edtion handsets where the soti profile is set to do not allow factor reset and the users have forgotten the pin numbers.

And as the device is offline until the pin number is enterered i cannot send a script or change the pincode through soti.

I cant even get the phone into download mode to use odin to attempt pushing out a stock firware to the phone.

and even then i may end up with a FRP issue.

At the moment i am staring at a number of expensive paper weight unless i can find a resultion.

Thanks

Why you don't set your device into android recovery mode and reset it via this mode/files on sd-card?

Just a tipp:

When employees leaving company and giving back the hardware, they have to remove password.

Don't you have a check list for that where this should be a part of? I bet there are several tihngs they have to do before leaving.

And regarding "We have disabled Doze mode so surely the devices should always be connected if they have an active sim or WiFi connectivity and powered on, but this doesn’t seem to be the case?"

The device will connected AFTER the device pin/password was entered correct 1time after restart, not before.